Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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User experience
What do you like best about the product?
The ease of use of the tool and how easy it is to navigate
What do you dislike about the product?
The UI and the data is a little complicated to pull
What problems is the product solving and how is that benefiting you?
No issues for this as i havent contacted support
The Most Straightforward Customer Service Solution
What do you like best about the product?
Zendesk is an intuitive and easy-to-use tool, but the features are also very powerful. You get so much bang for your buck. We transitioned from a different customer service tool to Zendesk and were overjoyed that it gave us almost exactly what we needed with a much more friendly user experience and price.
What do you dislike about the product?
There are a few small aspects of customization that we would love to see. Right now I believe we can achieve these things through APIs, but would be amazing to see a greater degree of customization capability in the future.
What problems is the product solving and how is that benefiting you?
We needed a centralized place where we could easily collect and take care of all customer service requests, and have access to analytics. Zendesk provides this. We also created our public-facing Help Center website directly through Zendesk, so that makes it very simple to link a contact form and help articles directly to the support tool.
Recommendations to others considering the product:
It's a great customer service tool, whether this is your first experience with a tool of this kind, or you've got a lot of experience and need a change. The ease of use combined with the features you get will be hard to beat.
Zendesk user for last 1year
What do you like best about the product?
The formatting style.
It has built in modification tools.
It organized the text very well
Very nice UI
It has built in modification tools.
It organized the text very well
Very nice UI
What do you dislike about the product?
Kindly add more emojis.
It lags sometimes
It lags sometimes
What problems is the product solving and how is that benefiting you?
Users account-related queries.
Providing the best customer service
Providing the best customer service
Recommendations to others considering the product:
Best and reliable software
Excellent and streamlined solution for all your support center needs!
What do you like best about the product?
Because Zendesk is so popular, many other 3rd party services support integration with Zendesk. We leverage the powerful ZenDesk API to connect things such as external answering services (creates tickets automatically) and support business analysis software.
What do you dislike about the product?
There are zero serious downsides; the only issue we have faced is knowing a decent amount of technical information to integrate services with the Zendesk API. Support is more than willing to assist with this, but you will need to read through some KB articles also.
What problems is the product solving and how is that benefiting you?
The company I deployed Zendesk for was previously using a lesser free solution. They needed to upgrade due to the business growing. The free solution was not cutting it anymore. The issues we have solved with Zendesk are endless, we have streamlined all the support agents in-house and are now using an external call answering service (Answer Connect) to place tickets in our queues with no direct action from the in-house support staff directly. Zendesk has cut all our support times down drastically with its excellent user interface and expertly designed ticket queues.
Very effective tool
What do you like best about the product?
Its user interface is one of the best in the industry
What do you dislike about the product?
Nothing as of now I've come across till date
What problems is the product solving and how is that benefiting you?
Majorly related to customer account ownership issue handling
Recommendations to others considering the product:
I would highly recommend other organisations to use this tool
Intuitive and powerful
What do you like best about the product?
We've just starting using Zendesk and so far have found it very intuitive for our team. We're only scraping the surface of the features but can already see how powerful it is and think it will only get better over time for us as we tailor it to our needs.
It also a huge step up for us moving from separate email, phone and CRM systems to one system that we can work out of.
It also a huge step up for us moving from separate email, phone and CRM systems to one system that we can work out of.
What do you dislike about the product?
Overall, the program is very customisable, however there are some aspects where we need to create workarounds to match our workflow or there seem to be somewhat basic features missing (such as rich text editor for triggers to have a rich text auto email response). Overall we've loving it so far though.
What problems is the product solving and how is that benefiting you?
We've grown rapidly over the last two years and had outgrown our old systems. Zendesk allows us to have more complete view of our members by seeing all of the communications we've had with them in one place.
Good
What do you like best about the product?
I like the speed of the software and the way it has been developed
What do you dislike about the product?
There are lags that make it difficult to chat with users fast
What problems is the product solving and how is that benefiting you?
There a lot of problems have been solved through this platform of Zendesk. I am more productive because of Zendesk.
Long time Zendesk Administrator
What do you like best about the product?
I love the depth and breadth of Zendesk. It is simple to set up, yet highly customizable if you have special use cases or business needs. The most important thing I need right now is a highly scalable tool that doesn't require me to look elsewhere once we hit a certain scale and Zendesk provides me that.
What do you dislike about the product?
I have been a long-time Zendesk user and I would say I have little to no issues with it. The help center is great, the people that work there are awesome to work with. I guess if I were going to get nit-picky I would say that it seems lately there have been a handful of service disruptions that are likely tied to the AWS outages. Seems like I've had more system issues lately than normal but they haven't been show stoppers, more just latency.
What problems is the product solving and how is that benefiting you?
We are providing our customers with an omnichannel way of contacting us. Right now the biggest problem we are solving is ticket deflection so we are spending a lot of time on help center creation, knowledge capture and answer bot configuration.
Amazing Tool
What do you like best about the product?
The tool is easy to use and convenient in resolving the issue of users through this tool
What do you dislike about the product?
I don't dislike anything regarding this tool.
What problems is the product solving and how is that benefiting you?
I usely solve login issue of the user coming in email through this tool.
Seems like multiple programs in one!
What do you like best about the product?
For all support activities for our clients, this tool seemed like one stop shop for all queries that customer had.
What do you dislike about the product?
There is no undo option if you send incorrect resolution step to the customer.
Also, the preset functionalities are not enough. The person supporting should really know the software before using it thoroughly.
Also, the preset functionalities are not enough. The person supporting should really know the software before using it thoroughly.
What problems is the product solving and how is that benefiting you?
Ease of problem identification and ease for the end user to let us know the issues they are facing. It also easily tracks all our steps taken to resolve the issue.
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